Qualidade de serviço logístico: uma análise das percepções de Clientes de uma empresa no ramo de lentes oftálmicas

Abstract

Faced with an increasingly competitive scenario in the service industry, several researchers have dedicated themselves to distinguishing which elements make up logistics service quality (LSQ) and how they lead to customer satisfaction. In the specific context of an ophthalmic lens company in the Free Economic Zone of Manaus, the last satisfaction survey was applied in 2018, without further monitoring of the improvement or relevance of each item surveyed. Thus, this project aims to identify the company's customers’ perceptions of value about the characteristics of the quality of the logistics service provided by it. To achieve this goal, an online questionnaire was sent out, consisting of items related to each of the LSQ dimensions proposed by Mentzer et al (2001): personnel contact quality; order release quantities; information quality; order procedures; order accuracy; order condition; order quality; order discrepancy handling; and timeliness. The construct with the worst overall rating was timeliness, which is consistent with the 2018 results. After a non-parametric test of the distributions formed by the collected data, a strong association was proven between the general satisfaction of the survey’s respondents and order release quantities, ordering procedures and order accuracy. The study also made it possible to attest to the influences that the LSQ attributes exert on each other, especially for order accuracy, which showed significant levels of dependence to other variables.